• Lack of dynamic features

• Reliance on manual processes

• Potential for streamlining to enhance efficiency and lighten staff burdens

• Challenges during peak times:

• Overwhelming handling of large amounts of calls and emails

• Issues with online bookings:

• Clients often misjudge their bookings

• Client have no way to verify without contacting the salon

• Inadvertent loss of pivotal appointments

• Holistic solution for hairdressing industry booking challenges

• Inspiration gallery for visual clarity on elaborate services

• 'Join the Waitlist' feature for appointments misaligned with user schedules

• Customise FAQ section addressing typical inquiries

• Virtual consultation and chatbot assistance during off-business hours

• Integrated retail function showcasing users' service and purchase histories for enhanced    booking experience

• User research surveys

• Roots cause analysis

• Competitor Analysis

• 3 Personas

• 3 User journey map

• Online booking is the preferred channel for customers scheduling salon appointments.

• Customers often abandon the online booking process due to a lack of available   
  appointment slots aligning with their schedules.

• A majority of users express a desire to view their purchase and service records online 
  for informed decision-making.

• The current online booking system lacks clear visual descriptions for each service,     
  leading users to contact the salon directly for clarifications.

During the ideation phase, I created three sets of user flows based on three different personas and user journeys.These were informed by my hypotheses and guided 

by my research.

First, I built an information architecture to determine how to structure the system.

Then, I began brainstorming multiple ideas using the "Crazy 8" technique.

Once I began sketching out the ideas for the layout and structure of the booking system, 

I employed convergent thinking, seeking feedback from a cohort to critique and validate some of the design decisions I had made. This led to the creation of a mid-fidelity prototype, for which I documented 3 different flowcharts and screenshots for

different scenarios.

After creating a mid-fidelity wireframe mockup based on research data, I proceeded to write my testing plan. First, I identify the scope of the testing area and clearly outline the purpose of the test, along with some key hypotheses regarding the functionality of the product feature.

The method of testing was conducted remotely with six different participants ranging in age from 20 to 45, each coming from diverse cultural backgrounds. By incorporating a wide range of participants, I am able to test the product in a more holistic manner, observing how various cultural backgrounds and age groups interact with the product.

After conducting the prototype testing, I began converting the results into a spreadsheet, which I later translated into a key findings report. This was followed by analysing the report data and documenting the levels of problems with the wireframe, along 

with design recommendations.

See the pictures above is the report from the initial mid-fidelity prototype to required design iterations, guided by usability tests and expert feedback.

Post-testing, it became clear that most users were unaware they could book different dates in a single journey; they expected bookings only for the same day. To clarify, an overlay message was added about this feature.

Test results also showed users appreciated the option to add bookings to their calendars, prompting additional features for a smoother user experience.